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Access Control SLAs

These are the draft Service Level Agreements for Access Control tasks undertaken by Estates and Facilities.

Service Levels have been calculated after considering the severity of the issue, the disruption caused to users and where appropriate it's location. All the Service Level Agreements for the department will be discussed with Schools shortly with a view to ratification by the University.

The cross-section SLA document contains details of the service offered, contact information and the responsibility of both the User and Estates and Facilities, our commitments and whether the task falls inside or outside of our agreed overheads.

Sample tasks for this section are included below and the full draft Service Level Agreements (xlsx, 87KB) is available for download.

Typical Access Control Tasks

 Task Job TypeResponseRectification
Change batteries to Salto lock Joinery 1 day 3 days
Fault with Lock Card Swipe 1 day 3 days
Fault with Car Park Barriers Card Swipe 1 day 3 days
Installation of new offline lock Card Swipe 3 days 14 days
Installation of new online lock Card Swipe 7 days 28 days
Issue of Visitor Cards Card Swipe 2 days 2 days
Amendments to Access Card Swipe 2 days  2 days